Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic

Aakash Shinde

CBS Support Executive
Bhayandar

Summary

Dynamic Senior Engineer with a proven track record at M2P Fintech Pvt Ltd, excelling in customer support and cross-functional coordination. Enhanced issue resolution efficiency by 12% through effective team leadership and quality control. Proficient in SQL, I thrive in fast-paced environments, driving solutions and fostering strong client relationships.

Overview

8
8
years of professional experience

Work History

Senior Engineer

M2P Fintech Pvt Ltd
01.2024 - Current
  • Take end-to-end ownership of Application Support for production Systems Issues resolution
  • Providing the first-line of after-deployment technical support at L1 level for applications and production systems.
  • Escalates complex problems to L2 level of expertise within organization along with observation from investigation.
  • Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through solution.
  • Escalate issue to the following department like vendor/IT/Product Team
  • Monitor and track issue tickets through service desk and identify solutions to resolve in timely manner while ensuring SLA
  • Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
  • Addressed technical issues and guided end users through resolution.

Help Desk Support L1

CGB Solution Pvt Ltd
01.2023 - 12.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Providing technical Finacle support to the client bank of Baroda
  • Specially selected (1 of 3 employees) to provide phone support and (1 of 5 employees) to provide live chat support.
  • Improved customer support efficiency 12% by streamlining team support activities and standardizing responses to common questions and problems.
  • Managing EOD/ BOD operations of bank.
  • Basic understanding of database concepts, SQL.
  • Hands-on experience in SQL queries.

Help Desk Associate

Onward Technologies Ltd
06.2022 - 12.2022
  • Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
  • Maintained detailed documentation of troubleshooting steps and resolutions for future reference.
  • Conducted regular system maintenance to optimize performance and prevent downtime.
  • Coordinated closely with vendors when necessary for hardware repairs or replacements.
  • Finacle10X Help Desk, Providing Technical Support to client in Finacle10X..
  • Technical support (1'st level)for clients on mobile and fixed telecommunication services
  • Resolving 20 to 30 branches EOD issues on a daily basis..
    Specialist in Transaction.
  • Resolving 30 to 35 normal other than EOD issues on a daily basis.
  • Knowledge of Finacle menus like HTM, HOAACTD, HCAAC,CAACLA, HPAYOFF, MRCR, MCEC, etc.


Service Delivery Ambassador

RBL Bank
10.2020 - 12.2021
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Welcomed customers and helped determine their needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Delivered Rs 20 to 25 lakhs of cash to HO on daily basis.
  • Sold Rs 200000/- worth of insurance.
  • Opened 2 to 3 accounts monthly.
  • Report all deviations or suspicious transaction to BM.
  • Record movement of all inventories & deliverables in register.
  • Send all request received from customer for processing

Management Trainee

PMC Bank
06.2017 - 08.2020
  • Strengthened teamwork among colleagues by collaborating on projects, sharing knowledge, and supporting fellow associates in their tasks.
  • Boosted client satisfaction by efficiently addressing and resolving customer inquiries and concerns.
  • Enhanced operational efficiency by streamlining banking processes and implementing improvements to workflow systems.
  • Mitigated risk exposure by diligently monitoring account activities and promptly reporting suspicious transactions to the compliance team.
  • Fostered strong client relationships, providing personalized service and maintaining open communication channels.
  • Participated in ongoing professional development initiatives, keeping abreast of industry trends and regulatory requirements that impact banking operations.
  • Improved customer retention rates with tailored financial advice, helping clients achieve their short-term goals while planning for long-term success.
  • Reduced transaction processing times by effectively utilizing banking software systems for accurate data entry and account management.

Education

Bachelor of Commerce - Financial Accounting & Commerce

Bhavan's Collage
Andheri, India
04.2001 -

Skills

    Team leadership

    Management skills

    Leadership skills

    Quality control

    Customer support

    Cross-functional coordination

    End-user training

Accomplishments

  • Got new responsibility singly to give technical support more than 7 clients within span of 3 months
  • Got selected for the EOD team within 5 months
    Even though I changed my field in the IT sector, I still managed to perform well.
  • Handled more than Rs 2 Crore of Cash,I had never seen such an amount of cash in my life and that amount of cash was handled in reality.
  • Brought deposit of Rs 2 Crore worth of deposits in quarter FY2019-20, I never imagined that I could have brought that much worth of deposit as my first job in proper organization.

Software

MS SQL

Tableau

Finacle

MS Excel

Turing

Timeline

Senior Engineer

M2P Fintech Pvt Ltd
01.2024 - Current

Help Desk Support L1

CGB Solution Pvt Ltd
01.2023 - 12.2024

Help Desk Associate

Onward Technologies Ltd
06.2022 - 12.2022

Service Delivery Ambassador

RBL Bank
10.2020 - 12.2021

Management Trainee

PMC Bank
06.2017 - 08.2020

Bachelor of Commerce - Financial Accounting & Commerce

Bhavan's Collage
04.2001 -

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Aakash ShindeCBS Support Executive